Customer Support Consultant - Tier 1
Brand: Skillsoft
Req#: 449891
# of Positions: 0
Updated: 07/14/2017
Job Type: Temporary
Location: Fredericton NB
Category: Support
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Job Description

Position Title                                                   Customer Support Consultant - Tier 1

Team                                                                 Technical Support

Location                                                           Fredericton, N.B.


Job Description:

The Level 1 Customer Support Consultant is responsible for handling customer and Skillsoft employee inquiries through live help, phone and email.

Job Responsibilities:

In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools

Liaison with client and ensure client’s needs are met.

Compile client reports as requested

Administers all clients in SkillPort

Routes or answers all incoming communication (email, phone, or other) from customers and clients. 

Maintains student database

Keeps up-to-date on course/curriculum offerings’ changes to certification tracks; recommend course orders.

Familiar with all Skillsoft products; including Books24x7 and Academy

Maintains workload measurement time sheets to be submitted to Team Leaders

Attentive to service level agreements

Job Requirements:

Post-secondary education in a related field or an equivalent combination of training and experience

Previous experience (1+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers

Good knowledge of Windows XP/2007/2008, eCommerce and Web/Internet platforms

Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)

Java, HTML, firewalls, and proxy servers

Skills Required:

Ability to communicate information and ideas clearly and concisely, orally and in writing

Excellent time management and organizational skills; you must be results and deadline oriented.

The ability to function in a team-oriented environment

Understand and utilize new technologies / systems.

Strong analytical and troubleshooting skills; proactive in short and long-term problem solving

Typing speed of at least 40 wpm

Ability and willingness to learn and participate in ongoing education

The ability to capture and manage client requirements and expectations

Multi-language skills would be an asset


Working Hours                         40 hours per week – rotating shifts

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